Location: Hyderabad, Kolkata, Mumbai, Pune
Experience: 15+ Years (Healthcare)
Industry: US Healthcare BPO / Healthcare Operations

About the Role
We are seeking an experienc ed Delivery Leader to lead large-scale US Healthcare Contact Center operati ons. The role requires driving operational excellence, client engagement, transformation initiatives, and financial performance across multiple healthcare service lines, including member and provider services.

Key Responsibilities
Lead and manage large healthcare operations teams (200+ FTEs) across Member Services, Provider Services, Enrollment, Eligibility, and Contact Center function
Own end-to-end delivery performance, including SLAs, KPIs, quality, compliance, customer experience, and operational efficiency
Serve as the primary point of contact for senior client stakeholders and drive strategic business relationships.
Lead operational transformation initiatives involving automation, digitization, AI enablement, and process optimization
Drive governance, risk management, workforce planning, forecasting, and productivity improvement program.
Support business growth through solutioning, operating model design, deal support, renewals, and expansion opportunities
Manage operational budgets, cost optimization initiatives, and overall financial performance.
Develop leadership capabilities and build a high-performing delivery organizat ion.
Required Experience & Skills
15+ years of experience in US Healthcare BPO operations




Minimum 10+ years of leadership experience in Healthcare Contact Center operations.
Strong expertise in Member Services and Provider Services operations
Proven experience managing large-scale healthcare payer operations.
Strong understanding of SLA management, operational governance, quality frameworks, and process improvement.
Experience handling senior client stakeholders and driving strategic engagements.
Demonstrated success in leading transformation and continuous improvement initiatives.
Strong financial acumen with experience managing budgets, productivity, and cost models.

Preferred Qualifications
Experience with healthcare payer platforms such as Facets, QNXT, PEGA, WGS, or similar systems
Exposure to analytics, automation, AI-enabled workflows, and digital transformation programs
Lean Six Sigma Green Belt or Black Belt certification
Healthcare industry certifications preferred.
Experience supporting large deals, business development, and solutioning initiatives.

Education
Bachelor’s or Master’s degree in Business Administration, Healthcare Management, Life Sciences, or a related field.
Ideal Candidate
Strategic and customer-focused leader with strong business acumen
Proven ability to lead large, complex healthcare operations
Strong stakeholder management, communication, and decision-making skills.
Ability to thrive in a fast-paced and evolving business workplace.

Interested candidates can share their updated resume at: and

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